Northeast Customer Service Team Leader - Ag & Rural LendingThe Opportunity As the Customer Service Team Leader, you will:
- Lead, coach, and develop a team of customer service professionals across our Chillicothe, Macon, Hannibal and Marshall, MO locations.
- Play a key role in employee growth through training, mentoring, onboarding, and career development initiatives.
- Partner with lending teams to ensure efficient, compliant, and customer-focused loan processing and servicing.
- Drive process improvements that enhance the customer experience and operational effectiveness.
- Influence policies, procedures, and training strategies that support the future of customer service delivery.
- Build a positive, high-performing culture focused on collaboration, accountability, and continuous improvement.
Make a direct impact on serving Missouri agriculture and rural communities.
Why Join FCS Financial? - Purpose Driven Work: Help support Missouri agriculture and rural communities.
- Career Growth: We invest in professional development, encourage leadership growth, and provide opportunities to influence the future of our organization.
- Relationship Focused Environment: Our people make the difference. Work alongside talented professionals who are passionate about serving our member owners.
- Competitive Total Rewards: Enjoy a comprehensive salary, incentive opportunities and a comprehensive benefits package designed to support your overall well-being. Based on experience the base pay for this position is $65,000 - $107,000.
- Option of office locations include: This Team Leader covers the northwestern portion of Missouri. Possible office locations include: Macon, Marshall, or Chillicothe, MO.
What We're Looking For We're seeking a leader who:
- Has experience leading or mentoring employees and enjoys helping others grow and succeed.
- Understands loan processing, loan servicing, or lending operations.
- Brings strong customer service skills and the ability to communicate effectively in both routine and challenging situations.
- Demonstrates sound judgment, organization, and the ability to manage multiple priorities.
- Understands the importance of maintaining confidentiality, security, and regulatory compliance.
Has a passion for agriculture, rural communities, and building strong customer relationships.
What You Need: - Bachelor's degree in Business, Agriculture, Accounting, or a related field
- Five or more years of loan processing and/or closing experience
- Valid Missouri driver's license
Equivalent combinations of education and experience will be considered
Ready to Lead the Team Behind the Customer Experience? If you're looking for a leadership role where you can develop others, improve processes, and help serve Missouri agriculture, we'd love to hear from you. Apply today and help shape the future of Ag & Rural Lending customer service at FCS Financial.
Location Possible office locations include:
Macon, Marshall, or Chillicothe, MO.
Position Details This position is open until filled.
This position is classified as Exempt under the Fair Labor Standards Act.
Department: Marketplace
Reports To: Senior Vice President, Customer Services
Supervises: Customer Service Staff
Percentage
Job Functions
40%
Training and Employee Development
- Provides coaching, direction, and subject matter expertise to Customer Service Representatives and Financial Services Specialists
- Identifies topics, develops curriculum and coordinates delivery of formal operational and product delivery training for Customer Service staff through the Customer Service Training Academy
- Identifies and develops on-going training materials to support non-Academy training strategies (i.e., small group training) that support Association Customer Product delivery
- Schedules and presents non- Academy training sessions
- Identifies individual training needs and timing of training for staff development outside FCS
45%
Staff Management
- Develops, motivates, and evaluates a team of Customer Services Representatives and Financial Services Specialists
- Makes hiring and promotional recommendations
- Determines division of responsibilities and provides work guidance and direction
- Monitors and manages staff workload and coordinates assistance as needed
- Recommends and implements performance standards
- Monitors leaves of absence
- Approves, denies, submits staff expense reports
- Design, implement and administer onboarding of new employees
- Monitors operational reports for Traditional Part Time portfolio and directs correction activity.
10%
- Process and Procedure Development
- Identifies and recommends process changes that improve customer service and product delivery
- Collaborates as a member of various workgroups involved in the development and recommendation of updates to policies, procedures, and processes
- Stays abreast of policy, procedure, and process changes and communicates updates and revisions to staff
5%
Loan Origination and Processing
- Collects personal and financial data and complete data entry for loan submission
- Prepares data for underwriting by organizing and reviewing data for completeness and accuracy
- Performs UCC, flood, business entity and related searches
- Orders title work and appraisals
- Requests and verifies local, state, and third party required documentation
- Determines third party loan program eligibility per government requirements
- Prepares closing documentation and performs post-closing loan responsibilities
n/a
Other duties as assigned to meet the needs of the organization.
- Essential Functions for this position consist of all items listed under any category that make up 5% or more of the job duties. This job description is subject to change without notice.
Minimum Qualifications
- Bachelor's degree in business, agriculture, accounting, or a related field
- 5 years of experience in loan processing and/or closing
- Valid Missouri driver's license
- Or an equivalent combination of education and experience sufficient to perform the essential functions of the job
Required Knowledge and Skills
- Skill in using Microsoft technologies including e-mail, word and spreadsheet processing
- Skill in performing a variety of duties, often changing from one task to another of a different nature
- Working knowledge of Farm Credit System
- Working knowledge of agricultural industry
- Oral and written communication skills, sufficient to exchange information effectively with peers, subordinates, supervisor and customers
- Skill in setting priorities to reflect the importance of job responsibilities
- Skill in managing, coaching, motivating and developing a team
- Expert customer service skills, including the ability to communicate complicated information, deliver bad news effectively, and exceed customer expectations
- Responsible to appropriately protect the confidentiality, security, and integrity of the Association's systems and data and clients' data
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